Customer Service Representative

We are seeking a dynamic and energetic customer Service Representative to join our team, offering an exciting opportunity that involves approximately 30% travel across the USA. In this role, you will be the primary point of contact for our clients, delivering exceptional support and service while representing our brand with professionalism and enthusiasm.

The Customer Service Representative / Jeron Nurse Call Trainer supports SCI’s VA and Department of Defense (DoD) hospital customers by providing responsive customer service, technical assistance, and end-user training for Jeron Nurse Call systems. This role is critical to ensuring system reliability, staff competency, and customer satisfaction within federal healthcare facilities.

The position combines inbound service support, proactive customer outreach, and on-site training to support SCI’s mission of delivering reliable communication solutions to government healthcare environments.

• Serve as a primary point of contact for VA and DoD hospitals calling with customer service issues, operational questions, and programming support related to Jeron Nurse Call systems.
• Troubleshoot system operation and configuration issues and coordinate with SCI technical, field service, or manufacturer support as required.
• Accurately document service calls, resolutions, and customer interactions in SCI tracking systems.
• Maintain professionalism and compliance with federal hospital protocols and security requirements.

• Provide remote (phone and virtual) training to VA and DoD hospital staff on the operation and basic programming of Jeron Nurse Call systems.
• Proactively contact customers to offer onboarding, refresher, and advanced training sessions.
• Plan and conduct structured on-site training classes for clinical staff, facilities teams, and IT personnel.
• Ensure hospital staff understand system workflows, alarm priorities, reporting, and best practices for patient safety.
• Conduct routine customer satisfaction (SAT) check calls with all assigned VA and DoD hospital accounts.
• Identify training needs, system performance concerns, or service opportunities during SAT checks and elevate issues as appropriate.
• Build long-term relationships with federal hospital stakeholders to support contract performance, renewals, and customer retention.

• Visit VA and DoD hospital sites to perform training classes, SAT checks, and follow-up support.
• Represent SCI professionally during all customer interactions and on-site visits.
• Adhere to all VA and DoD access, safety, and security requirements while on site.

• Familiarity with VA, DoD, or other federal healthcare facilities is highly desirable.
• Strong communication and presentation skills with the ability to train diverse audiences.
• Ability to troubleshoot technical issues and clearly explain solutions.
• Proficiency with basic computer applications and documentation tools.
• Willingness and ability to travel to VA and DoD hospital sites as needed.

• Strong customer‑focused mindset with attention to detail and follow‑through.
• Ability to manage multiple priorities while maintaining compliance and professionalism.
• Combination of remote‑based customer support and on‑site work in VA and DoD hospitals.
• 30% Travel required for customer training and satisfaction visits.